Webjet Reviews 

The flight I booked through Webjet with Air NZ was cancelled and I was offered another flight. I was told this would be my flight should I not answer in 48 hours. I answered straight away. Moved medical appointments, car hire, leave and hotel accommodation. After doing all this I was shifted to another flight that shortened my time away dramatically. I was flying for compassionate reasons and was told "unfortunately there's nothing we can do, there's nothing available". Between Webjet and Air NZ absolutely horrendous!!
I was finally able to get a refund that Air NZ had to approve even though they said it had nothing to do with them and I have to wait 12 weeks. Book directly so you're only fighting with one company when things go wrong.

No refunds, $500 fee to change dates, can only change dates to within 12mo from purchase.

Scammers.

Absolutely cashing in on me trying to change a flight. All I am doing is not catching one leg of my journey, that is: Sydney to Melbourne, this was a CHOICE fare, change at a fee? I still intend to catch the Melbourne to Perth leg.

I have contacted Virgin Australia, they have no issue with this.

I came to Melbourne early to see a friend, booking and paying for an extra flight, Sydney- Melbourne.

WebJet now tell me that whole flight, including Melbourne to Perth, will be cancelled and I now need to pay for a new flight from Melbourne to Perth.

That basically opens up two new seats, Sydney to Melbourne, Melbourne to Perth, where they, as in the airline or WebJet can now have somebody else book and pay for those seats, which will be high price to another passenger at the same time and make me book a new flight Melbourne to Perth with twenty four hours notice at a very high price...???!

I have now had it urgently escalated to Management.

1. I do not feel I should have to pay the high price for a new trip Melbourne to Perth, when there is already a seat number booked and paid for by me.

2. that is where I live, in Perth. I need to get back for my children and for my own medical reasons, every minute that they are dealing with this now means I risk not getting a seat back to Perth at such late notice and/or the price going up...

Not cool WebJet...!!! I will never use your company again, not even to compare prices as there are other companies, you can do that with.

What a absolute nightmare and 100% monopolising.

Also, when I tried to contact WebJet at 1.30pm, earlier today, I held for over 5mins to be cut off while on hold and my call terminated without even getting through to Customer Service ~ the voice animated system said "we currently have a very long wait time" 😡🤷‍♀️🙄

Update: cost me less to independently book a one way flight back to Sydney with Virgin, than the fee to change and the difference in flight I was going to be charged with WebJet - even though I had the seat Melbourne - Perth... 🤔🤑🤣 what an absolute joke...

I did not get any news back on the "urgently escalated" first call with the first customer service representative I spoke to.

I will definitely be following this up when I am back in Perth.

But I can say that I will 100% never use WebJet again and advise anybody else against it also!!

Mmm, told my flight was cancelled, was lied to. Charged an extra $4000 to get on a flight the next day. Lied to several times. Quantas overbooked the flight, Very common, be careful not to get scammed. They all lie together. Quantas and webjet. Lie after lie, Do not use these companies.

I went to change a flight time to a later flight in the day, during the online process I was told I would be charged $100. few moments later, via email I was requested to pay $251. $5 less than going back on their website and booking another flight.

I will never book a flight through Webjet ever again.

Do not use this company Webjet. Tried to book 3 tickets, put my card numbers in, got message booking did not go through and no money had been charged. That's was false, money went out of account for 5 min then bounced back. However, today web jet has charged 69.63 dollars in fees three times

Booked flights and didn't get sent any confirmation, it took 4 days and 18 phone calls. The customer service people do not speak clear and are extremely difficult to understand, they read off prompts so when you ask a question all 18 staff answered it the exact same way word for word, but never answered our actual question because they clearly didn't know the answer. They wouldn't cancel our booking although we never had confirmation a booking was even made, but they insisted the booking was made! Awful experience.

Biggest mistake booking through your company. I booked the earliest flights available to get me to emerald to collect a car as I have a 12hr drive home to Cairns from the Toyota dealership. Flight was booked with insurance and all pre arranged to get myself home as early as possible as the inland road is dangerous esp in a unfamiliar vehicle. Your site changed my flight to arrive in emerald at 2:10pm QF1944 not the 11:30 QF2404 booked. I only have a screen shot I had sent to wife about the flights I booked costing $852 from the site upon booking , I have a tax invoice fir that same price $852.46 plus the insurance paid, messages to the dealership saying I had my arrival time and to have the car ready to go. Why would I book a flight with a 4plus hour wait time in Brisbane with such a long drive home when there was an earlier flight.

I called service and you wanted to charge me to change my flight to what I had booked and paid for already. You would not help with anything. Insurance could not help after hours & so close to my flight departure. Biggest waste of time and waste of money booking with your service. Never again will I bother with your service and I'll go out of my way to leave as many negative nasty reviews as possible about your service. The inconvenience to my wife and 3year old daughter and the danger you attempted to put me in by this change without help to rectify or help is ridiculous inadequate and very unprofessional . The fact your staff couldn't do anything to help is sad and pathetic.

Terrible service and customer care. Please do not book with this company if you don't want to waste you money. Gift cards has restrictions ( hidden) edited a flight is a saga, insurance is a lie. Had to spend 14000 buying a new flight at the airport because their own booking mistake.

Tried to change my flight times and boy was it a mess, originally requested an earlier flight (5hrs Earlier from original) and as expected a surcharge was added. Once the invoice was paid it all went downhill, on top of paying a $400 difference for an earlier flight they downgraded my flight from business to economy. A downgrade I wasn’t willing to pay $400 more for, even though this change was only meant to be time not service.
Upon realising this I called Webjet to investigate in which I was told “we are unsure why this was downgraded,””we are happy you noticed as this didn’t flag in our system” & it would take around 48 business hours to change the flight back. 24hrs later received a call and they could no longer upgrade this flight back to business as it wasn’t longer available and then had to change to another earlier flight (12hrs earlier than original). This now puts me out of pocket as I have to amended all details of the original trip to accommodate this flight time change.
Don’t get me wrong the people I have dealt with on the phone have been amazing in customer service, but the overall service offered by Webjet, the time it takes to amend a clearly mistaken booking and the inability to provide the service that they are known for was disappointing.
Would not recommend if you ever have intentions of amending your booking.

Horrible service with rude and uncaring customer service. Don’t book through them! We had an error in our booking and tried to rectify it with them. When they finally contacted us the man was arrogant, rude, laughed and said “it’s your error why would we help”. I couldn’t believe his attitude. Even if they wouldn’t recover our loss or believe it was a system error an apology would have been nice. Won’t ever use them again for family holidays

When Things Go Wrong, Webjet Falls Short — and I’m Not Alone

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I booked a multi-leg international trip through Webjet for myself and my family, including a domestic flight in Vietnam (Hanoi to Da Nang). When we arrived at the airport to check in, Vietjet advised there was no booking in their system and said it had been cancelled by Webjet. We weren’t able to check in, we weren’t offered a transfer, and we had no choice but to buy three last-minute tickets at a cost of $539 AUD.

Webjet later claimed the booking was correctly issued and that the fault lay with the airline. Despite providing a full explanation and evidence of what occurred, Webjet has refused to take responsibility or issue any refund — only offering restrictive credit from the airline, which is useless now that our travel has concluded.

What’s most frustrating is Webjet’s unwillingness to engage meaningfully when something goes wrong. They hide behind airline policies, even when the customer is left out of pocket for a service that was never delivered.

Looking at Trustpilot reviews, I now understand why this happens: Webjet reviews are almost exclusively 5-star or 1-star, with over 30% of reviews rating them 1 star. That kind of polarisation suggests that if your booking goes smoothly, you’ll be fine — but if something goes wrong, you’re on your own. Their ability (or willingness) to resolve issues once money has changed hands leaves a lot to be desired.

This was a poor experience, not just because of the failed booking, but because Webjet refused to help when it mattered most. After many years of booking through Webjet, this experience has led me to reconsider using them again.

I’m very disappointed with Webjet’s service. I was charged $1,200 for a ticket, but when I tried to redeem my credits for a new booking, I was told there’s a limit on how much of my own money I’m allowed to use toward future purchases. This is completely unfair and makes no sense.

Even worse, this has now happened twice in the same year. I tried to redeem my second credit recently, but was refused again because more than one month had passed—despite the fact that they claim credits last for 12 months, yet they still didn’t let me use it.

There’s also no proper communication or clarity when you call customer service. They don’t explain the rules properly, and it feels like they’re trying to make it hard for customers to use what’s rightfully theirs.

I don’t recommend Webjet to anyone. They make it difficult to access your own money, and the whole process is frustrating and misleading.

Disappointed by Misleading Information and Lack of Accountability

I booked a business class flight to the USA through Webjet, specifically choosing a flight that was advertised on their website as offering in-flight Wi-Fi from Melbourne to Nadi (Fiji). As we run a business, having Wi-Fi onboard was essential for us to work and attend meetings during the flight.

Unfortunately, when we boarded the plane, there was no Wi-Fi available at all. This caused significant disruption to our business operations and financial loss.

I contacted Webjet to resolve the issue, but they advised that in-flight services are controlled by the airline and told me to contact the airline directly. While I understand airlines operate the service, the Wi-Fi was clearly advertised on Webjet’s platform. If Webjet can’t guarantee the services they list, they shouldn’t advertise them as part of the booking.

Very disappointed in the lack of accountability and support from Webjet regarding this matter. I would urge others to double-check directly with airlines about onboard amenities before relying on the information displayed on Webjet’s website.

Used Webjet to book an international flight to Vegas last year for $1784. I Cancelled in December 2024 due to personal circumstances and got a flight credit that expired May 27, 2025 — less than 12 months, which is ridiculous. Tried to rebook in early May and was hit with a quote over $3,100 extra just to reuse the credit. Then their customer service guy Brijesh messaged me saying it would be $1,284 extra. Still outrageous.

I clearly told them I wasn’t paying either amount. Didn’t click any payment links, didn’t accept anything. Then a month later I check PayPal and find two invoices marked overdue, one for $3k+ and one for $1.2k. Wild. Never authorised those charges.

At this time I’m jobless so
$1700 is a lot money to lose and be charged those invoices is crazy. I Reached out again and Brijesh basically said “no payment, no charge” and the case is closed. No apology, no goodwill, no help. Just “too bad.”

Zero accountability. No refund, no credit extension. Just deflection and poor service. Never using Webjet again and warning everyone I know. They have basically taken my money without any reasonable resolution. Shady, overpriced, and terrible customer support.

Update July 1st 2025: As per Webjets response below I reached back out to them only to be denied and told the case is closed. Don't believe a word they say and the shady tactics.

Webjet refused to contact Qantas even after a schedule change that made my outbound flight unusable. They refused to protect my return flight even though I paid in full. This is a breach of Australian Consumer Law. Qantas also avoided responsibility. Disgusting treatment of a paying passenger

A masterclass in terrible customer service and punitive outcomes
My recent experience with Webjet and Virgin Australia has ensured I will never use either service again. While I take full responsibility for an initial booking error (my partner purchased tickets in her name instead of mine for a Canberra to Gold Coast return Virgin flight), the subsequent customer service nightmare was appalling.
At the airport, Virgin staff correctly denied boarding due to the name mismatch. However, they directed me to Webjet to resolve it. Both my partner and I contacted Webjet, who insisted the name change was Virgin's responsibility. Virgin, in turn, stated it was up to Webjet. This circular buck-passing continued until my flight departed.
To make matters worse, when attempting to change the name for the return leg, Webjet informed me this was impossible because the outbound flight was a 'no-show' – a direct consequence of their and Virgin's inability to assist. Ultimately, I was forced to purchase new, cheaper tickets directly with Jetstar. The lack of assistance, conflicting information, and effective 'punishment' for a resolvable error was incredibly frustrating and costly."
I will never use Webjet or Virgin Australia again due to their complete lack of accountability and willingness to help.

Crooks. I booked a trip to India, but had to cancel because of the Political tensions. Was advised not to travel. They don't deserve any stars. They are money hungry. I only received $200 refund from the $1000 I paid. I urge you, don't book them!!!!!!!

If I could give 0 stars I would. I booked a rental car through webjet, a Hertz medium size car petrol with a special offer. I paid in full. I then get the receipt and it shows a small car, electric. I then try to amend the booking to upgrade the vehicle. Think about how businesses throughout the world make it easy for customers to upgrade as this increases their revenue. Well not with WebJet, I went to the booking portal, selected 'change car', ok, I select a bigger car, it shows me the upgrade cost, fine, I was expecting that, but when I go to pay, I am to pay the entire amount, not the difference. So I contact customer care, they say, and I quote 'thank you for patiently waiting on the line. Upon checking, Webjet car hire bookings are handled separately from Webjet flight, hotel, and package (flight + hotel) bookings. If you'd like to change or cancel your car hire booking, you can contact our Webjet Car Hire Support team, available 24/7. They use a different system that we do not have access to. You can log on via the link below and click on "Manage Booking" OK, I go to this link, I ask the customer services person to stay on the chat as I have lost all trust in the business (see my other review), I use the new link to select a bigger car, and on that link my current car booking is not even shown and I am to pay for the whole car booking again, not the difference. I ask the customer service person why she sent me a link that doesnt resolve the issue and I explain how the same problem persists. To which she replies 'contact the car hire support team directly' - in other words, webjet online support cant provide support, the manage booking portal cant manage bookings, I cant even upgrade the booking and one section of webjet suggests another section of webjet is responsible, provides a link to that, which also doesnt work. Unbelievable. The last poor review I provided had a webjet customer services expert contact me after my last review and they did not resolve any of the issues I presented to them. Moral of the story, my experience is you cannot manage bookings through webjet and since you cannot, webjet should not be offering the booking service or have a pretend 'change booking' portal!

Worst travel company, please don’t bother to book with them. I try to change my travel dates and been asked to pay additional $800 for tickets that I’ve already paid $1500 and there’s no option to cancel or get any refund or travel credit